Three_Mobile_Broadband - My price plan

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Lets you record all your communications

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Lets you know when to escalate your complaint

If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

If you have an issue with your price plan, whether it’s because you want to change your tariff or because you think you’ve been placed on the wrong one, you'll need to contact Three via Resolver.

If you do want to change your tariff, it should be fairly easy to do - although if you are currently locked into a contract then you may need to pay something in order to change it. If you are not in a fixed contract period then you may need to give sufficient notice to change, normally 28 days. Contact Three via Resolver who will be able to advise you as you may have to give notice that you wish to cancel. If you’ve been placed on the wrong tariff by your provider, you should make a formal complaint via Resolver.

You should ask Three to honour the contract as agreed with the salesperson, even if it was a verbal discussion this can still be considered a contractual agreement. If you can, ensure you have a copy of the discussion in writing. Any contract term which states the company does not uphold statements by sales staff is deemed an unfair term. Any false statement made by a salesperson in order to secure your business is deemed a misrepresentation. Under such circumstances, you are within your rights to cancel the contract with no cancellation charges. You also may be able to take legal action for compensation for any payments you have already made. False statement to secure a contract is a criminal offence. Trading Standards should be informed of any such practices.

 

You should know

  • The customer services department of your mobile provider should acknowledge receipt of your issue within 14 days
  • You can take the case to an ombudsman eight weeks after you've raised your issue

What next

If you are unhappy with your dongle provider’s initial response, you should contact their customer services department via Resolver, giving clear details of your case - such as what happened, when, and why you are complaining.

Once you have submitted your information to the company, they should acknowledge your case with 14 days.

If the company does not respond to your issue, then you should raise your case to the next level. The resolver system knows the next steps to take to escalate your issue and will remind you what to do and when, so that your voice is heard and hopefully your issue is addressed.

Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.

If you cannot resolve the issue

If the matter is still not resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. resolver knows which one to send your case to. It will package your communications and all supporting documentation and send to the ombudsman.

The ombudsman will then independently undertake an investigation of your case for free. You can still take your telephone provider to court if you still do not agree with the outcome, but only use this as a last resort.

If you need additional assistance

If you need additional advice and guidance on the issue you can contact your local Citizens Advice.

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